# of tickets by customer report
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1 Posted by Nicole on 15 Nov, 2011 04:33 PM
Ido -
Can you tell us more about what information this report would contain? Would it just be a count for each user? We do have the ability to see all discussions for a specific user on their profile, so wanting to make sure we understand what information you're wanting for the report.
Thanks,
Nicole
2 Posted by Ido Ariel on 15 Nov, 2011 06:31 PM
Hi Nicole,
My need is to understand who are the customers that consume most of our
support resources time so it would be great to have a report that groups
users by company based on email address (I don't see myself setting
companies and managing users accordingly )
and see the total # of tickets/comments from staff. Since tender is about
customers support, I think it should be the main dimension in your
reporting. On a side not, your current reports are not that useful, I'd
focus on aggregating information instead of showing case by case reports
Also average response time/average resolution time could help see which
customers are not served fast enough. Then inetgartiing it with Salesforce
satsifcation indicator would be awesome.
Hope it helps, overall I like the product a lot!
Ido
Support Staff 3 Posted by Courtenay on 15 Nov, 2011 06:54 PM
Thanks for the suggestions. Our reports are focused on the discussions
themselves rather than the customers, because we ourselves have
thousands of customers who email us about 3 or 4 times. However, I can
see the value in expanding this.
Amanda closed this discussion on 17 Nov, 2011 09:10 PM.